In November 2024, I booked a cruise for my wife, myself and our severely disabled son for this July. I’d booked well in advance to ensure an accessible cabin for my son. At home, he needs round-the-clock care from a rota of eight carers, so we made extra bookings for three to accompany him.
Because the care team has other commitments, I couldn’t confirm their names at the time of booking and was told to do so by this April, when the balance had to be paid.
I duly did so, and was told that I needed to pay a £75 fee for each name change, and that the care team would each lose the $325 (£239) onboard credit that was part of the original booking. I then received a notice informing me that the wheelchair-accessible riverboat excursion I had booked for us all was non-transferable, so would be cancelled and refunded for the three care workers. Since the riverboat trip is no longer listed, I can’t rebook them.
I have complained to no avail. We wouldn’t have this problem if he didn’t have a disability, so it seems highly discriminatory.
RF, Berkshire
Your 26-year-old son was left with cerebral palsy after a brain injury at birth and this cruise, which cost you and him £16,000, was to allow you an accessible family adventure together.
Royal Caribbean’s behaviour is as inexplicable as it is outrageous. It knew of your son’s circumstances and of the likelihood that there would be three name changes when carers were in a position to confirm availability. The bald notice of cancellation of the river trip gave no explanation or apology.
You are right: this potentially falls foul of the Equality Act, which outlaws policies or practices that disadvantage people with a disability.
Royal Caribbean reacted with speed when I pointed this out.
Within 20 hours, it contacted you to confirm that the name-change fees would be cancelled, the onboard credit reinstated, and the river trip rebooked.
It did not respond to my questions or provide a comment.
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions.
